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Yamaha Commercial Audio Systems seeks an Applications Manager to implement and manage strategies for providing superb technical and applications support for Yamaha Commercial Audio Systems product utilizing Applications Group and Technical Support staff and company assets. Such strategies include high-level pre and post-sales technical support, 24/7 support and onsite support for end users, integrators, YCAS dealers and audio consultants.
Duties & Responsibilities:
Manages YCAS Applications Group and Technical Support staff, activities and company assets, diligently allocating appropriate resources where required in conjunction with the Technical Marketing Manager.
Responsible for maintaining superior-quality applications and technical support as well as Applications Group and Tech Support staff knowledge.
Maintains the YCAS Technical Knowledgebase.
Communicates and reports product issues to YCJ Technical Support and appropriate YCAS Staff including Product Management, Service Department or R&D as necessary.
Maintains strong communications with Marketing Manager on applications/support trends, feature requests, and related information.
Creates monthly reports for Applications Group activity which includes call and email metrics, FAQs, top issues, etc.
Acting Tech Support Manager - supervises level one Application Specialists and provides training resources as necessary.
Perform the duties of an Applications Specialist as needed via phone, email, or on-site, which includes applications or technical support on a wide variety of YCAS and NEXO products across various digital audio formats.
Thorough knowledge, understanding and practical experience in the Professional and Commercial Audio Markets which include Touring, A/V Rental, Installed Sound, Broadcast, Pro Recording and Post Production.
Extensive knowledge of a wide range of products and their applications which include mixers, DSP, power amplifiers and speakers as well as the various digital audio networks and formats. Particularly experience with YCAS and NEXO products as well as digital audio networks and formats is required.
Audio engineering and sound reinforcement background both in temporary and permanently installed sound systems as well as a working knowledge of acoustics and sound principles.
Minimum of 2-3 years of experience and/or training providing support in a similar Level 2 call center type environment or training.
Competent knowledge of audio/video systems, electronics and testing equipment.
Effective presentation skills for training and making product presentations in front of small to medium groups (2 - 40 people).
Effective written communication skills for making project proposals, customer support and internal communications.
Competency in wiring and testing of equipment racks, installation and verification of various component and system software.
Thorough understanding of commercial and performance audio systems, roles of the various product lines as well as their applications.
Prior employment with major professional audio manufacturer in technical marketing or technical support roles.
Prior experience managing a Call Center considered a plus.
A college degree in Electrical Engineering or Computer Sciences or Business Management considered a plus.
Japanese, French or Spanish language skill considered a plus.
To perform the job successfully, an individual must have:
The flexiblity schedule for travel within North America to support various marketing activities required - sometimes with very short notice.
Strong computer skills particularly with Microsoft Powerpoint, Excel, and Outlook as well as proficient typing skills.
The ability to handle multiple tasks with attention to detail.
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Yamaha, founded in 1887, is one of the world's leading manufacturers of comprehensive music instruments. Yamaha has grown through developing a broad spectrum of businesses, including audio and video products, electronic devices and information technology products. In the audio and video products business fields, based on years of know-how in construction acoustics, semiconductor technology, and acoustic design, Yamaha offers digital home theater systems that fully exploit Yamaha's original digital sound field processing (DSP) technology. Yamaha is headquartered in Hamamatsu City, Shizuoka, Japan, and its group now has 115 sales and production subsidiaries.